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    DOMESTIC DELIVERY INFORMATION


    What Delivery Options Do I Have?

    Currently, Balsam Hill offers free delivery on all orders within Australia.


    When will my order be delivered?

    Due to unprecedented demand for online shopping, our delivery partners are currently processing a record number of packages. Some deliveries may experience delays. We expect transit time to take 3-6 business days or longer in rural and remote areas. However, we recommend monitoring your tracking number(s) for real-time delivery updates.

    Rest assured, we are working to get your Balsam Hill purchase to you as quickly as possible and appreciate your patience.

    Please note that due to certain public holidays and warehouse closures in Australia, below are days during which our warehouse in Australia will not be delivering:

    • Wednesday, December 23, 2020
    • Thursday, December 24, 2020
    • Friday, December 25, 2020
    • Monday, December 28, 2020

    When can I expect my product to arrive?

    Due to a record increase in online shopping and the impact on our delivery partners, it may take longer than usual to receive your items. We expect transit time to take 3-6 business days or longer in rural and remote areas. We recommend monitoring your tracking number(s) for real-time delivery updates.

    • Sydney, Brisbane, and Melbourne metro areas: order by 11:59pm AEST on 15 December 2020
    • Other areas (excluding WA 6, 7, 8, 9): order by 11:59pm AEST on 9 December 2020
    • WA 6, 7, 8, and 9 (Western Australia, Tasmania, and Northern Territory): In most areas, order by 11:59pm AEST on 2 December 2020. Please contact our customer service team for details.

    All orders placed after 15 December 2020 will not arrive by Christmas.

    Orders made after 11:59pm AEST on 23 December 2020 will only be processed and subsequently delivered from January 4th onward due to warehouse closure during Christmas holidays.


    What Are My Delivery Charges?

    Delivery is free.


    Delivery To PO Boxes

    We currently are unable to deliver to PO boxes. Please supply a physical mailing address when filling out your delivery information.


    Can I Delay My Shipment To A Certain Date?

    We do not offer a delayed delivery option at this time.


    My Package Was Damaged Or Lost During Shipment.

    If you have not received your package after the date that Australia Post or StarTrack estimated the package to be delivered, please contact us. If there is a tracking number that shows the package in transit, but not moving after a certain date, we will follow up with Mainfreight and will provide you with an update within 24 business hours.

    If your tracking number shows that your package was delivered, but you did not receive it, please contact us. If your order contained more than one box, we will need to get the tracking numbers of the boxes that were received. We will work with Australia Post or StarTrack and get back to you with a solution within 24 business hours.


    An Item Is Missing From My Shipment.

    Click the My Account/Order Status link at the top right hand side of our site to track your order. Be sure that all of the items in your order have shipped already. If your order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact Customer Service for assistance.


    My Product Is Missing Parts.

    Click the My Account/Order Status link at the top right hand side of our site to track your order. Be sure that all of the items in your order have shipped already. If your order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact Customer Service for assistance.


    My Order Never Arrived.

    Click the My Account/Order Status link at the top right hand side of our site to track your order. Be sure that all of the items in your order have shipped already. If your order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact Customer Service for assistance.


    I Received The Wrong Product.

    If you feel that you have received the wrong product, please contact Customer Service within 72 hours of receiving the product.